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| Author: | Dabholkar, P. A. Bagozzi, R. P. |
| Title: | An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors |
| Journal: | Journal of the Academy of Marketing Science
2002 : SUMMER, VOL. 30:3, p. 184-201 |
| Index terms: | Consumer behaviour Technology transfer Consumer behaviour |
| Freeterms: | Self-service |
| Language: | eng |
| Abstract: | The study investigates the moderating effects of consumer traits and situational factors on the relationships within a core attitudinal model for technology-based self-service. An experimental design is used with perceived waiting time and social anxiety as the situational treatments. Relevants consumer traits for technology-based self-service are examined and include inherent novelty seeking, self-efficacy with respect to technology, selfconsciousness, and the need for interaction with an employee. |
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